Restaurant Mystery Shopping: Perfecting Your Takeout and Delivery Experience
As restaurants adapt to the changing landscape, many have shifted operations to focus on takeout and delivery. Managing this transition involves more than just updating menus. From technology to inventory to staffing and training, there are countless details to consider to ensure a smooth operation and satisfied customers. There are numerous details and complexities involved.
At 360 Relay, we have been impressed by the flexibility and resilience of our clients as they work to meet the growing demand and maintain strong customer experiences. One of the most important aspects of this transition is understanding the customer perspective.
Restaurant mystery shopping allows you to capture essential feedback on every step of the customer journey. From the ordering process to delivery, you can evaluate how your team performs and where improvements are needed.
Key Features of Restaurant Mystery Shopping for Takeout and Delivery
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Reports focus on the ordering process, whether online or over the phone
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Shoppers can order specific menu items to see how well they travel
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Photos can be included in reports to document presentation and packaging
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Pricing for takeout and delivery shops is typically between fifty and eighty dollars per shop
Scheduling Your Mystery Shops
Once you decide on the structure of your restaurant mystery shopping program, scheduling is the next step. Many clients choose to have their locations shopped one to four times per month to maintain a consistent stream of feedback. It is also important that staff are aware of the program and understand the questions that shoppers will be evaluating. Encouraging your team to treat every customer as a potential mystery shopper and rewarding high performance can drive stronger results
Why Restaurant Mystery Shopping Matters
Even before the pandemic, takeout and delivery were growing segments of the hospitality industry. The shift has accelerated that movement, and customer expectations continue to rise. A restaurant mystery shopping program from 360 Relay gives you a clear understanding of how your service performs under real-world conditions and helps you make data-driven improvements to enhance the customer experience
Whether you have already embraced takeout and delivery or are preparing for growth in this area, incorporating restaurant mystery shopping into your strategy ensures your customers receive consistent, high-quality service every time
Contact 360 Relay today to learn more about our services and how we can help you achieve your customer experience goals.